Assign Service Catalog item based on Variables

Idea created by Shvonne Craig on Apr 27, 2018
    New Idea
    Score5
    • Healey, Ian

    It would be great it we could assign service catalog items to a technician based on the variables chosen by the requestor.

     

    Our Human Resources department would love to use Samanage but with 20 people they want to create service catalog items that would assign to the right person based on the variables that the requestor chose. 

     

    I.e. we have an employee that's assigned to handle all payroll questions for a certain grouping of locations. If the requestor says they are in Phoenix and they have a question about their hours, the ticket would assign to X Human Resources employee to handle.

    What problem will this feature solve?:
    This would allow us to get tickets to the right specialist quicker and without extra human intervention. For example: If a person has a question regarding PTO, we don't need to ticket assigning to the HR group and then from there someone in the HR group has to assign it to the person that handles those types of questions. In a high volume queue, that means a lot.